Customer Experience Manager

Customer Experience Manager – Job Description

At our company, we believe beauty is about feeling seen, valued, and empowered—individually and collectively. We are committed to meaningful connection, inclusivity, unlocking individual potential, and making a difference every day. Together, we belong to something purposeful.

Are you passionate about creating unforgettable customer experiences?
We are seeking an enthusiastic Customer Experience Manager to elevate our team and ensure every customer enjoys a remarkable visit. You will lead by example and provide support in challenging situations to guarantee client satisfaction.

In this pivotal role, you will focus on coaching and training your team to meet both commercial and operational key performance indicators (KPIs). You’ll take on floor leadership responsibilities, analyse overall customer satisfaction, and propose actionable plans to enhance the experience. Collaborating closely with team supervisors, you’ll work to maximize customer satisfaction through outstanding service.

Responsibilities

Customer Experience

• Craft a strategic vision for a fully immersive customer experience by fostering collaboration across departments to position the store as a premier destination and boost brand loyalty.

• Leverage advanced CRM strategies to cultivate long-term customer relationships and tailor communications using data insights.

• Innovate service and class offerings that showcase expertise and deepen customer affinity.

• Rigorously analyse service metrics to identify strengths and opportunities for enhancement.

• Proactively address customer feedback through targeted initiatives that elevate satisfaction and loyalty.

• Design memorable customer journeys through tailored recommendations that ensure each visit is unique.

• Enhance collaboration between teams to streamline processes and deliver cohesive, engaging services.

• Foster a customer-centric environment where every team member understands their role in driving satisfaction and growth.

Team Management

• Develop training programs that empower team members with essential skills and knowledge across departments such as makeup, skincare, fragrance, and services.

• Cultivate a collaborative team environment that encourages open communication and teamwork.

• Monitor and enhance team effectiveness through regular performance assessments and constructive feedback.

• Optimize team scheduling to ensure service coverage while balancing operational needs and employee wellbeing.

• Promote knowledge sharing by facilitating workshops and peer learning sessions.

• Identify skill gaps through targeted training initiatives and ensure team members develop in line with industry standards.

• Foster leadership development within the team to build future leaders aligned with company values.

• Align team goals with broader organizational strategy, helping every member understand their contribution to the company mission.

• Partner with recruitment to attract and hire top talent.

Sales Optimisation

• Inspire a high-performance sales culture by motivating store teams to exceed expectations through shared goals.

• Champion a culture of excellence focused on customer satisfaction, ensuring alignment with core company values.

• Drive strategic sales initiatives using data insights that align with market trends.

• Coordinate marketing strategies with customer engagement efforts to ensure promotions are effective and drive traffic.

• Maximize engagement through events and appointments that enhance customer interaction.

• Use sales analytics to inform strategic decisions, identify performance gaps, and improve tactics.

• Incorporate feedback into planning for future initiatives, grounding decisions in real-world insights.

• Build strong partnerships with brands to co-develop promotions and enhance store performance.

• Develop engaging educational experiences, such as masterclasses, that highlight brand expertise and promote industry leadership.

Skills

• Proven experience in customer experience management, preferably in retail or beauty industries

• Strong leadership and motivational skills

• Excellent communication and interpersonal abilities

• Understanding of omnichannel strategies, CRM systems, and retail services

• Familiarity with beauty services and trends

• Analytical mindset with proficiency in data analysis tools

• Ability to work collaboratively with cross-functional teams

• Proficiency in MS Office and other relevant software applications

What We Offer

• A community where authenticity is embraced and the strength of our differences fuels collective success

• A culture of empowerment, continuous learning, and growth with tools and opportunities to innovate and lead

• Fulfilling work that makes an impact—whether delighting clients or inspiring change across the industry

We are proud to be an equal opportunity employer. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to fostering an inclusive environment for all employees.